Designing Connected Patient Journeys Across Access, Care Discovery and Appointment Management
Background
Healthcare is a connected journey, not a single interaction.
Anthem’s digital experience brings multiple member services together, from account access and finding care to booking appointments and managing care. Each service supports a different member need, but the transitions between them can introduce additional decisions, dependencies, and friction.
For this initiative, we focused on the End to End Care journey:
My goal was to reduce unnecessary complexity, improve continuity between touchpoints, and give members greater clarity and control throughout their care journey.
Find Care: The Gateway to the Broader Care Journey
Quantifying core behavior and downstream engagement metrics across early-stage patient touchpoints.
Why This Matters ?
Because Find Care initiates the care journey, friction here can influence every action that follows, from selecting a provider to booking and managing an appointment.
Current User Journey & Complexity Mapping
Prioritising the core user journey and visualising the complexity, challenges, and key decision points users encounter.
Meet, Marie from Ohio
A Self employed who using a elevance healthcare service portal for herself and her entire family member.
Currently she is looking for care service for booking an appointment
Login Through Member ID
To find a care and booking an appointment she login to account though her member ID.
As she logged in after a long she reset the password and logged in successfully.
Searching for Care Faster
She landed to dashboard and immediately visited the Find care service.
She stared struggling to find the service provider through search experience as she is in hurry and want to complete the task faster.
Reschedule Booked Appointment
After the 20-30 mins of struggle finally booked the appointment.
Later she realised her unavailability, which leads her frustrated as she can’t reschedule.
Existing Users Flow
I prioritised the Authentication → Find Care → Booking → Manage Appointment journey because it directly supports the user's core goal of accessing care, while also addressing the need for flexibility when an appointment needs to change.
The Core Problem Statement
Data shows that 75% of users visit healthcare platforms with high-urgency, predefined intents, expecting to complete tasks rapidly.
However, the current system frustrates this behaviour by forcing stressed users through complex credential recovery loops, confusing medical taxonomies, and dead-end booking pages, resulting in severe cognitive overload and platform drop-offs."
How I Led This Initiative
As a UX Design lead, defined the end-to-end care journey and shaping the UX strategy to scaling the design system, aligning cross-functional teams, and driving the experience through delivery.
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Timeline: 6 weeks
Device: Web | Mobile & App
Designing Connected Patient Journeys Across Access, Care Discovery and Appointment Management
Authentication: Current User Flow vs. Proposed Flow
I compared the existing and proposed authentication journeys to surface complexity, identify critical friction points, and evaluate where the experience could be streamlined without compromising user trust or security.
Design Team Collaboration
Worked closely with the design team to review early concepts, incorporate feedback, and refine the solution through collaborative ideation.
Design Ideation
Explored and evaluated multiple concepts to address key user pain points and identify the most effective direction for the proposed experience.
Final Design Flow
Design Feedback & Iteration
Collaborated with the design team to review early concepts, incorporate feedback, and refine the experience through iterative design.
How I evolved search from simple results to a guided care discovery experience
Design Ideation
Explored and evaluated multiple concepts to address key user pain points and identify the most effective direction for the proposed experience.
Final Design
Explored and evaluated multiple concepts to address key user pain points and identify the most effective direction for the proposed experience.
CURRENT DESIGN
PROPOSED DESIGN
CURRENT DESIGN
PROPOSED DESIGN
CURRENT DESIGN
PROPOSED DESIGN
Design Feedback & Iteration
Collaborated with the design team to review early concepts, incorporate feedback, and refine the experience through iterative design.
PROPOSED DESIGN V.1
PROPOSED DESIGN V.2
How I evolved search from simple results to a guided care discovery experience
Design Ideation
Explored and evaluated multiple concepts to address key user pain points and identify the most effective direction for the proposed experience.
Final Design
Explored and evaluated multiple concepts to address key user pain points and identify the most effective direction for the proposed experience.
CURRENT DESIGN
PROPOSED DESIGN
Design Feedback & Iteration
Collaborated with the design team to review early concepts, incorporate feedback, and refine the experience through iterative design.
PROPOSED DESIGN V.1
PROPOSED DESIGN V.2
PROPOSED DESIGN V.2
PROPOSED DESIGN V.1
PROPOSED DESIGN V.2
USIBILITY TESTING
How I validated the end-to-end experience with users and refined the design based on their feedback
User Testing Scorecard & Feedback
Tested key flows with users and synthesized their scores and feedback to uncover usability gaps and inform design iterations.
Manage Appointment: Design Refinement Based on User Feedback
Tested key screens with users, captured feedback, and iterated the experience to address usability gaps.
PROPOSED DESIGN V.2
PROPOSED DESIGN V.3
PROPOSED DESIGN V.1
PROPOSED DESIGN V.2
PROPOSED DESIGN V.1
PROPOSED DESIGN V.2
DESIGN SYSTEM & COMPONENTS
How I created reusable components and patterns to build a consistent experience
